Complaints

This profile includes complaints for Aqua Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Spas

  6004 S College Ave Fort Collins, CO 80525-3935

  
• 

  Aqua Spas

  13801 Grant St Unit 405 Bldg 4 Thornton, CO 80023

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To start off, we had a hot tub delivered that had a broken heater. That problem was remedied. Hot tub cord quit working in September. Called to have tech come look at it. Had tech come on October 4, said cord not working. Told he would have to contact Master spas to order one. October 13, I contacted them and person I spoke to knew nothing about it, said no invoice for cord was found, no record of the service call. They said they will check into it. My daughter called today, still no resolution. She was told that someone will call her back. It has now been almost a month that we have been waiting.

  

  Business Response

  Date: 10/31/2023

  Aqua Spas contacted customer Hannah Davis (who is the only customer we have on file for this address) on 10/27/2023 and the cord was picked up from our Aqua Spas Fort Collins office.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub and ****** and it was delivered on 8/24/2023. The hot tub was delivered with a damaged panel, scratches, and deep scratched. Bent pieces and damaged corners. I also, did not get a shade to the ****** and the electrical is being fed through a vent. All the keys are not working and the heater is not working either. I was promised aqua school to teach us how to use the hot tub and that was never given to us. There have been several attempts for a tech to be scheduled to come out and fix the hot tub. When they do come, they leave never fixing the issue. This last time I had Koby scheduled by ******************* to come on Monday the 18th and he never showed or called. I called and spoke with ** and he said he would fix the situation and I sent him photos for the third time of all the damage and I demanded a refund and for me to return the hot tub. He said it was not an option. He said he will call me back in an hour to confirm that he will have the person come and fix everything tomorrow. Its been several hours almost the end of day and he has not called me back or answered my text. I spent ****k on this product, it was delivered damaged, not working and missing parts. I want to return the time for a full refund. I lost my confidence in Aqua Spas and they have lost my business. I feel scammed by this company.

  Customer Answer

  Date: 09/21/2023

  Hi, I would like to withdraw my complaint at this time. Aqua Spas has come and they have fixed my hot tub as of today. 
  

  Thank you,

   

  *************************

  ************

   

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hot Tub and Covana cover through Aqua Spas in November of 2022. They delivered my hot tub and cover in December of 2022. We still do not have complete installation of all products. We have been waiting for our shades for the cover for 6 months now. They have had the worst customer service Ive ever dealt with in my life. They have come out to our house twice now to install the shades on the cover and brought the wrong ones that dont fit our cover. They dont call us back and have horrible communication. They were supposed to come out a third time today (6/15/23) between 1-5pm to install the shades that are supposed to be the correct ones. They did not show up or call us to let us know they wouldnt be coming for installation. We spent $23,000 on this whole setup and still dont have our full setup 6 months later. We have been paying for all product since January of 2023 and still havent recieved it all. I could not be more dissatisfied with this company. Everyone we have dealt with has over promised and under delivered. We would like a full refund and to send all product back and to go with a better hot tub company that treats their customers with much more respect!

  

  Business Response

  Date: 06/16/2023

  The customer purchased a hot tub and a ****** (a hot tub cover) on 11/25/2022 and was delivered both products on 12/20/2022. The customer has been using both the hot tub and ****** since December 2022 The ****** shades have been on back order as they come from ****** and with Covid-19, shipping has been an issue for the merchant. The customer was already called and scheduled for us to go their home on Saturday 6/17/2023 to install the 3 privacy shades/screens.

• Initial Complaint

  Date:05/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2023 Have a purchase agreement that I need to cancel and company is refuses to cancel. I understand I could loose a deposit but I should be able to cancel agreement. Please help.

  

  Business Response

  Date: 05/11/2023

  On 4/24/2023, customer ***** **** came into our brick and mortar store in Fort Collins, CO and purchased a Twilight Series 8.25 hot tub. Normally a cost of $19,900, she was given a discounted rate of $11,000. The contract also included handrails. She paid a deposit of $500. The delivery is scheduled for 5/18/2023. On 5/9/2023, customer called and spoke with her sales representative and told him that she had decided to buy a Used Spa and did not want to go through with the hot tub she purchased through Aqua Spas. At this time, her sales representative provided the contract details where the spa was already warrantied to her plus offered to hold the spa for the customer if she needed more time. The customer refused and then stated she was going to contact the State of Colorado to complain about us.

  At this time, the sales representative let her know that he contract was not contingent and provided the following per the contract: "All Sales Are Final. Deposits are non-refundable." To which the customer responded that she will get a disability lawyer against Aqua Spas.

  On 5/10/2023, the customer called several of Aqua Spas stores (Longmont and Greeley) looking to cancel her spa order. She was transferred to the Fort Collins office and she stated she was "calling about her purchase agreement and was not approved for financing and wants to cancel her order". When asked on a recorded line, who her sales person was, she stated she did not know. After pulling her contract, she was informed she did not have any financing on her contract and full payment was to be paid in cash or credit card at delivery. The customer was provided the same information on her contract, but was also offered a call back after speaking with the owners to discuss her options, but within an hour the customer filed a BBB complaint against Aqua Spas.

  Per the purchase agreement, the customer accepted and signed a legal binding contract which she is now trying to cancel because she has decided to purchase a used spa: "Upon signing by the customer, this document shall represent the complete binding contract of both parties. No oral or implied agreements are present outside this contract. Customer is responsible for preparation and access of delivery site. Standard deliveries are based on a 2-man delivery crew. Customer understands that Aqua Spas cannot guarantee the delivery to be a standard delivery. Should the delivery be non-standard or difficult, customer is responsible for any damages to the product and or property. Any expense involved in a non-standard or difficult delivery, including cranes, is the customer's responsibility above and beyond the amount shown on this contract. Aqua Spas is not responsible for any delay in delivery related to change request, special orders, weather, or site preparation including electrical. Electrical hookups are not included and are not the responsibility of Aqua Spas in any way. The prevailing party in any action to enforce or interpret the terms of this agreement shall be entitled to all costs incurred in connection therewith, including reasonable attorney’s fees, costs, and expert witness fees, and such fees and costs incurred to collect on any judgment entered. All service visits will require a trip charge payable in advance. This contract is not contingent upon financing unless specifically noted. All Sales Are Final. Deposits are non-refundable. All balances must be paid in full before time of delivery. Any product not taken by customer after 90 days will be subject to a storage fee and a 21% interest charge on all unpaid balances."

  Aqua Spas has the customer scheduled for delivery on 5/18/2023 as this hot tub was reserved for the customer.

  Customer Answer

  Date: 05/11/2023

  Complaint: ********
  
  I am rejecting this response because: I was hoping this company were reasonable and customer focused rather than taking advantage of seniors and disabled persons. It is a simple matter to be customer focused instead of so selfish and bullies towards a potential customer. This is a poor way to start a relationship for future sales. I was asking for grace which seems to be a value this company chooses to disregard. The way this company is treating us is unacceptable.
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/11/2023

  Yes, we definitely work with all customers, but when we are lied to several times over the course of 2 days giving false information about why they need to cancel on a recorded call, it gives us a red flag that the customer is lying and experiencing buyers remorse.

  Customer Answer

  Date: 05/15/2023

  Complaint: ********
  
  I am rejecting this response because: wow, how little you think of customers. This is disappointing to know what kind of company this is to disregard buyers. We found a good working master spa brand that was 5 years old and originally purchased from the fort Collins store. The original owners were selling for $2,000. We only had to moved it for another $500 making a savings of over $9,000 for our family which would be huge for our situation. We were going to use aqua spa to help us maintain thus used spa, giving them new business through their service center, new cover and necessary chemicals. Aqua Spa was not up front about how to cancel a contract giving potential customers the false impression that a purchase agreement could be canceled since the $500 deposit was not returnable. This type of communication is frightening to us on future dealings with this company. Will they be honest and do the best possible services in the future is any bodies guess. The only response we want from this company is: are they going to cancel purchase agreement and refund the deposit? Yes or no?
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 05/16/2023

  Aqua Spas rejects the customer's complaint. The customer purchased a hot tub at Aqua Spas then changed her mind buying a used hot tub. The customer needs to understand that she signed a legally binding contract where all Sales are Final. The customer has lied on recorded calls to Aqua Spas multiple times since she decided to cancel her contract. Aqua Spas holds the customer financially responsible for the hot tub that she purchased and was scheduled for delivery already. 

  

  Business Response

  Date: 05/18/2023

  ***** ****** ******* ************************* *** ***** ***** ********************** *** **** ***** ************************* ***** ********* ********************* ***** *** *** ***** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********

  Hi *****,
  
  ***** **** called our office in Fort Collins yesterday and paid for the hot tub and is taking delivery today between 3-6pm.
  
  Thank you,
  Romika C
  ************
  

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reading the reviews and reaching out to the owners to make sure they had resolved all previous customer complaints, I decided I would give Matt a chance. I was assured they had addressed their customer service challenges and things were better. Unfortunately, it could not have been worse, and they took my $1k deposit without delivery of any sort. After a site survey by owner #2, they took my deposit and went silent. I heard excuses that range from lost phone, to simply forgot, to "It will never happen again", Mind you I ordered a $50k swim spa. After my best attempts to give them the benefit of the doubt - and their continued failed attempts to schedule and coordinate an electrician, I ultimately cancelled my order (4 weeks prior to anticipated delivery). The crane team showed up 4 weeks later expecting to install a spa, they had never been advised of my cancellation by Matt or anyone on his team. To date, the team has refused to process my refund of deposit. My suggestion would be to never do business with this group. There are a lot of professional options in Colorado for Spas and tubs - these guys won't make it for long. I am lucky it only cost me a deposit - consider yourself warned - save your money while you can.

  

  Business Response

  Date: 03/20/2023

  Aqua Spas has tried to reach out to this customer multiple time since 2/26/2023 when he emailed to cancel his swim spa order. Unfortunately after trying on multiple occasions starting on 2/27/2023 to see if we could refund the customer as we do not keep customer credit cards on file. We are more than happy to get this refunded to the customer with a check mailed directly to his home if he does not want to deal with our offices. Please advise and I can be reached at 970-******** extn ***. Thank you

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  

  Unfortunately they are not telling the truth. I have called, emailed, and texted the owner and received no reply. 

  I will however except the check to my address. 

  ***** *********
  ***** * ******* ** ******* ** *****

  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  ***** *********

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub from aqua spas. The company delivered the hot tu ,and installed. The hot tub has a panel that is warped and popped out. I had called and sent in pictures. Was advised that I would get a call back that they had to be sent to master spas. I never got a call back. I kept calling getting the same answer. They finally agreed to have a repair tech come out. Repair tech Ed came out and said the panel is 1/2" to short that is why it is not in place. He said a new one would be ordered and would take 2-3wks. I did not hear from anyone. I called and again I am told to text them pictures, which I did again and now I am getting the same answer that they need to send to master spas and they are waiting for an answer. I had this hot tub Installed in May and it is now November. I keep getting the run around and I just need this fixed.

  

  Business Response

  Date: 11/16/2022

  On 11/16/2022, we received a call from Mr. ******** about his panels at 12:20pm MST. The service advisor he spoke with explained to him that we needed him to send us pictures so we can send it into the dealer to warranty out the panel needed. In order for the panels to be covered under warranty, pictures are needed. Unfortunately, the pictures that the service technician took with his phone no longer works at Aqua Spas and these pictures are not available to Aqua Spas. The customer was unhappy that we did not have the pictures he had sent and stated he wanted the tub returned. Finally, the service advisor was able to get the customer to send the pictures which we received at 12:23pm and was sent to ********** (dealer) for warranty. We have a recorded call to reflect these statements. It is unfortunate that the customer chose to file a complaint to BBB after we had taken care of his request.

  Customer Answer

  Date: 11/17/2022

  Complaint: ********
  
  I am rejecting this response because:

   

  This is not the whole truth from the business. I first this back in July. I was advised that someone would take care of it and call me back. No one did. In August I was finally told to text in pictures which I have the original text message string going back. I was then advised this is being sent to master spas. I never heard. I had to continue to call and get the same answer they are waiting for a response from master spas. Finally I was advised that a manager approves for the tech to come out even though they haven't received the response from master spas. This is now months later in Sept. This is when the tech Ed came out. Advised that the panel was short and took many pictures. Before he left he said he spoke with service, they are ordering a panel and would be about 2-3wks. Never heard back. I called and advised Ed dosent work there and they need pictures from me. This seems as though aqua spas pits the blame on me when it wasn't my tech. And I don't care if he dosent work there. This was your employee, your responsibility for his work. Now i have sent in pictures again (same text message string and phone number) . I am still waiting to have this 1 panel replaced. I hope the business takes time to have the whole story before they respond trying to shift blame. Let me know if the text message strings would be needed. 
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 11/17/2022

  As stated in our initial response, this is a warranty item. We apologize it has taken this long for us to take care of the issue. We are not blaming anyone. We needed the pictures to send which we did on 11/16/2022. As a company, we cannot replace something we do not have in stock. This is a warranty item and until approved by the dealership we are unable to take care of it without any costs to the customer. Our technician diagnosed the following: Attempted to realign right side panel, adjusted trim on left side, diagnosed warped trim in front, Right side panel is .5in too short does not sit, flush with trim

  Currently, we are waiting on ********** to respond to the pictures sent to them. Once we hear back from them, we will then contact this customer.

  Customer Answer

  Date: 11/17/2022

  Complaint: ********
  
  I am rejecting this response because: I just want to get the panel replaced. The reason for the complaint again: I contacted service in July, they said they would contact master spas. Then in August I was advised you needed pictures. I sent them. Why was this not taken care of in August. I have the text messages from August where I sent jn pictures. Then in Sept I had to call again. Finally a tech comes out and again nothing. Now November you need pictures again.  I send them again  via the same text thread and here we are. Is it more of a clear picture as to why the BBB complaint and frustration. I just want the panel replaced.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 12/01/2022

  Complainant was contacted as his panels from ********** dealership arrived this week. Our service department has reached out to him (11/29/2022) and scheduled panel replacement for Monday 12/5/2022.

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently went out looking for a hot tub. We were just looking. And we walked into Aqua Spa‘s, and felt like we were pressured into a purchase that same day. And we have continuously been blown off, not called back, and now bullied and Threatened into excepting a hot tub that we no longer want. We don’t feel comfortable with the professionalism of this company. We don’t trust the fact that they will honor their warranty. We don’t feel like they will honor their service agreement. And we don’t want to do business with these people anymore.

  Customer Answer

  Date: 09/02/2022

  ***** ********* ******* ************************** *** ************************ ************************ ***** *** ** ***** **** ** ******** **** ***

  Good afternoon. I just called and left a message with the vice president of the BBB. I just took a look at the message that I got back from you guys, and it looks like I did not submit this complaint incorrectly. I am looking for a resolution with Aqua Spa. They are threatening to take me to court and pursue legal action financial action against me for this spa that I don’t have and I don’t want. Can you please give me a call at ************. I can resubmit this complaint but I need to know how to do it correctly.
  

  
  

  

  Business Response

  Date: 09/02/2022

  Dear Marcy,
  
  I am attaching for your information the contract, finance application paperwork, and delivery confirmation sheet for ********* *******. The customer came into our store and purchased a hot tub. She signed a legal binding contract. Additionally, she also applied for financing for this hot tub. Our Delivery department spoke with the customer on 8/19/2022 and confirmed delivery for 8/22/2022. Customer cancelled delivery the day of and then has refused to take delivery of a hot tub she is legally and financially responsible for.
  
  Thank you,
  
  Romika C
  ************